Appendix A: Taxi Market Research
©The TAS Partnership Limited ▪ March 12
Appendix A: Taxi Market Research ▪ 115
TAXI RESEARCH Transport & Technical Services
December 2010
Street Surveys
The survey was conducted by The Marketing Bureau Ltd
15 -17 New St, St Helier, Jersey 01534 504800
5
23
2
3 1
4
9
1 1 St Helier
St Brelade
St John
St Lawrence
St Martin
St Ouen
St Peter
St Saviour
Trinity
Street/Public Survey A survey was conducted on the street approaching the general public. Two locations were chosen, St Helier where 150 surveys were conducted and Les Quennevais St Brelade where 50 surveys were conducted. The questions were to determine the general opinion of the taxi services, rates and information with regards to complaints and how the taxi service can be improved.
53
10 714
5
11
9
2 5
7
15 6
St Helier
St Brelade
St Clement
Grouville
St John
St Lawrence
St Martin
St Mary
St Ouen
St Peter
St Saviour
Trinity
St. Helier
Residents and parish Out of 150 people surveyed, 144 were residents of Jersey and 6 were visitors.
St. Brelade
Residents and parish Out of 50 people surveyed, 49 were residents of Jersey and 1 a visitor.
Street survey
How often do you use taxis ?
12
72
38
22
6
Never Rarely 1-3 times month
3-6 times month
6+ times month
0
20
40
60
80
90
43
5 12
Mostly Sometimes Seldom Don't know 0
20
40
60
80
100
11
20
13
4 2
0
5
10
15
20
25
Never Rarely 1-3 times month
3-6 times month
6+ times month
9
31
3
11
0
10
20
30
40
Business Leisure Main transport don't use
26
8 5
11
0
10
20
30
Mostly Sometimes Seldom don't use
Street/Public Survey Use of taxis
What do you use taxis for ?
28
104
10 11
Business Leisure Main transport don't use 0
20
40
60
80
100
120
St. Helier St. Brelade
How often do you use taxis ?
What do you use taxis ?
Do you find it easy to get a taxi ? Did you find it easy to get a taxis ?
Street survey
99
51 No
Yes
Street/Public Survey Did the public know the difference between Rank & Restricted cabs ?
Difference between Rank & Restricted
Most common reasons for the differences where ; Restricted have to book and rank you can't book but can flag down
St. Helier
34%
66%
100
80
60
40
Information was obtained from the public if they new the difference between Rank and restricted cabs and which they thought were cheaper.
St. Brelade
32
13 19
The opinion of which are cheaper ? 86
39
11 No
Yes
Difference between Rank & Restricted
78%
22%
Only a small number of people knew the differences which were - Restricted have to book and rank you can't book but can flag down 78% of people surveyed did not know the difference.
6 6 7
31
0
5
10
15
20
25
30
35
Rank Restricted Neither Don't Know
The opinion of which are cheaper ?
Street survey
20
0 Rank Restricted Neither Don't Know
Street/Public Survey Preference of taxis.
St. Helier St. Brelade
80 Preference of taxi 70
70
60 4750
40 30
30
20
610
0 Rank Hail Telephone No preference
10
1
22
17
0
5
10
15
20
25
Rank Hail Telephone No preference
Preference of taxi
Reasons. Rank Easier and more convenient Can get one when ready Cheaper Hail Easier and no queuing Telephone Guarantee to turn up On time for airport or for appointments Reliable to turn up & get to know one company
Reasons. Rank Easier and more convenient Can get one when ready Cheaper Hail Easier and no queuing Telephone Guarantee to turn up On time for airport or for appointments Reliable to turn up & know get one company
Street survey
Street/Public Survey Complaints department – Do people know where to make a complaint ?
We asked the public that if they had a complaint about a taxi service/driver who would they complain/report to ?
0
10
20
30
40
50
60
60
43
16 14 7 4 2
St. Helier St. Brelade
0
5
10
15
20
25
30
26
8 1
9 2 1 0 1
52% did not know where to complain. 18% Chose DVS 16% Chose the taxi company 4% Chose TTS 2% Chose town Hall , Trading standards and Jersey Taxi Association 0% police
41% did not know where to complain. 29.45 % Chose the taxi company 10.96% Chose Town Hall 10%Chose DVS 4.79% Chose TTS 2.74% Chose Trading standards 1.37% police
Street survey
0
10
20
30
40
50
60
70
Cheaper Service More taxis at night
Okay don't know
64
20 19 13
41
0
2
4
6
8
10
12
14
16
18
cheaper more taxis at night
okay don't know service
9
3
7
14
18
Street survey
Street/Public Survey Improvements to Taxi Service
St. Helier St. Brelade
Comments for both areas One pricing policy for all
Already good service Very expensive - better bus service would encourage them to lower prices
Central reservation points Need More ranks around town
Very good services but expensive Reduce cost. Drivers vary some are rude and unhelpful
Consistent level of driver courtesy. One pricing policy and cheaper fares
More taxis needed at night Help with baggage at airport/ Open doors/assist disabled people driver more polite
Too expensive. Too much difference in price. Should be same price for same journey time.
0 5
10 15 20 25 30 35 40 45
1 2 3 4 5 No answer
30
42 41
20
11 6
y
0
5
10
15
20
1 2 3 4 5 no answer
0 1
4
16
20
9
Value for Money
Condition of taxi
0
10
20
30
40
50
60
70
1 2 3 4 5 No answer
0 2
25
64
53
6
Poor Fairly Poor Average Goo d Excellent
Poor Fai rly Poor Average Good E xcellent
Street/Public Survey General Service of the opinion of the public
St. Helier St. Brelade
12 12
10
8
6
4
2
0 1 2 3 4 5 no
Value for Money
9 10
8
2
9
Poor Fairly Poor Average Good Excellent answer
Street survey
Condition of taxiCoCoCoCoCoCondndnddndndititititititioioioiioionnnnn ofofoffofof ttttttaxaxaxaxaxiiiiii
0
5
10
15
20
1 2 3 4 5 no answer
0 1
4
16
2020
9
Poor Fai rly Poor Av erage Good Ex cellent
Overall Service
0
20
40
60
80
1 2 3 4 5 No answer
0 2
25
64
53
6
0
10
20
30
40
50
1 2 3 4 5 No answer
4
23
50 46
21
6
0
2
4
6
8
10
12
1 2 3 4 5 no answer
3
6
9
11 12
9
0
2
4
6
8
10
12
1 2 3 4 5 no answer
3
6
9
111212
9
0
2
4
6
8
10
12
14
1 2 3 4 5 no answer
1
6
13 12
9 9
Street/Public Survey General Service of the opinion of the public
Driver Image
OOOOOOOOOvveeerrraaallllllllllllllllllll SSSSSSSSSeeerrrvviiiiiiiiiiccceee
0
10
20
30
40
50
1 2 3 4 5 No answer
4
23
5050 46
21
6
St. Helier St. Brelade Driver Image
Overall Service
Poor Fairly Poor Average Good Excellent
Poor Fairly Poor Average Good Excellent
Poor Fairly Poor Average Good Excellent
Poor Fairly Poor Average Good Excellent
Street survey
Street/Public Survey QUESTIONNAIRE
1. Gender?
2. Age?
3. Are you a car owner?
4. Are you a Jersey resident?
5. How often do you use taxis?
6. What do you mainly use taxis in Jersey for?
7. Do you find it easy to get a taxi in Jersey when you need it?
8. Do you know the difference between rank and restricted taxis? (if yes please state)
9. Which taxis do you believe are cheaper? (Prompt answers)
10. Do you prefer to use taxi ranks, hail on street or make a telephone booking (restricted)?
11. In terms of value for money, how do you rate Jersey taxis? (5= excellent, 1=poor)
12. In terms of condition of vehicle, how do you rate Jersey taxis? (5= excellent, 1=poor)
13. In terms of driver's image, how do you rate Jersey taxis? (5= excellent, 1=poor)
14. In terms of overall service, how do you rate Jersey taxis? (5= excellent, 1=poor)
15. If you had a complaint about a taxi service, who would you contact?
16. How could taxis in Jersey improve their service?
Street survey
TAXI RESEARCH Transport & Technical Services
December 2010
AIRPORT ACTIVITIES
The survey was conducted by The Marketing Bureau Ltd
15 -17 New St, St Helier, Jersey 01534 504800
Jersey Airport
Departures - Passengers disembarking taxis were asked to participate in a brief survey regarding their journey to the airport. This included recording the type of taxi and company, the general service and cost comparisons.
A survey was carried out in both arrival and departing passenger areas to determine the level of service by taxi companies.
140
120
100
80
60
31
79
58 59 62
107
27 19
85
132
2 0 2 6
Sun 89 40 Mon-Sat 138
20
0 resident visitor pre booked not prebook Convenience No bus No lift
SUMMARY Total no. of passengers 227 48.5% were residents and 51.5% were visitors 74% were pre booked taxis The main reason for using taxis was convenience at a massive 95%
Airport Departures
0
27
6
2
9
19
3
6
16
1
0 5 10 15 20 25 30
citicabs
Domino
Luxicabs
Rank
Yellow cabs
ABC
White Red Yellow
1
34
1
1
3
5
2
20
1
1
29
3
13
23
1
0 5 10 15 20 25 30 35
citicabs
Domino
Luxicabs
Rank
Yellow cabs
Jersey Taxi Driver Ass.
Bobs Taxi
Clarendon
Don't know
White Red yellow
Jersey Airport The taxi plate colour and company was recorded for each journey.
SUNDAY
Taxi H
Taxi I
Taxi D
Taxi E
Taxi F
MON - SAT Taxi A
Taxi B
Taxi C
Taxi D
Taxi E
Taxi F
Taxi G
Taxi B
Taxi C
SUMMARY On average over Monday to Sunday the following was determined; No. of Coloured Plates; Taxi companies;
White
114
Taxi C
61
Red 46 Taxi F
60
Yellow 67 Taxi D
48
Taxi B 39 With the rest being only one journey and 5 don’t know.
Airport Departures
SUNDAY JOUR
Jersey Airport
NEYS
The journey of each passenger was recorded in respect of where they started their journey, the cost and the time they travelled. Rates shown are an average of the rate charged.
SUNDAY JOURN
£37.50
£24.00
£20.03£15.19
£19.83
£8.43
£8.10
£12.50
£16.00
£28.50 £8.40
£16.00
£6.80
None
St Aubin
Snap Shot
£15.88
£29.50
06:05-07:00
07:00-23:00
Airport Departures
Statistics Jersey Airport The journey of each passenger was recorded in respect of where they started their journey, the time
band the average cost, the highest and lowest costs and the taxi companies.
SUNDAY Parish Average Highest taxi Lowest taxi
Grouville £37.40 £37.40 Taxi D £37.40 Taxi A
0605-0700 St Clements £29.50 £32.00 Taxi D £27.00 Taxi B
St Helier £15.88 £20.00 Taxi F £11.20 Taxi D Summary
SUNDAY Parish Average Highest Taxi Co. Lowest Taxi Co. It is clear to see that there is a
variation in taxi fare charges between different taxi companies. However, it must be noted that the journeys from each parish could vary due to the actual location and starting point within that parish.
Grouville £24.00 £24.00 Taxi A £24.00 Taxi A
0700-2300
St Aubins £8.10 £8.50 Taxi F £7.70 Taxi F
St Brelade £8.43 £10.00 Taxi F £7.70 Taxi F
St Clements £19.83 £22.00 Taxi B £18.50 Taxi B
St Helier £15.19 £25.00 Taxi F £11.50 Taxi C
St John £16.00 £16.00 Taxi C £16.00 Taxi C
St Lawrence £8.40 £8.40 Taxi C £8.40 Taxi C
St Martin £28.50 £30.00 Taxi B £27.00 Taxi D
St Mary £16.00 £16.00 Taxi F £16.00 Taxi F
St Ouens £12.50 £15.00 Taxi E £10.00 Taxi E
St Peter £6.80 £6.80 Taxi F £6.80 Taxi F
St Saviour £20.03 £26.00 Taxi D £16.00 Taxi D
St Peter £6.80 £6.80 Taxi F £6.80 Taxi F
St Saviour £20.03 £26.00 Taxi D £16.00 Taxi D
Airport Departures
Jersey Airport The journey of each passenger was recorded in respect of where they started their journey, the cost and
the time they travelled. Rates shown are of the average rate charged.
Snap Shot Airport Departures
Snap Shot
£24.88
£8.23
£15.50 £25.90
£13.44
£15.10
£14.42
£19.85
£8.67
£8.45 St Aubin
£21.00
£20.33
None
B1 – 07:00-23:00
Mon-Sat Journeys
Jersey Airport The journey of each passenger was recorded in respect of where they started their journey,
the cost and the time they travelled.
Mon-Sat B1 -07:00-23:00
Average Highest Taxi Co. Lowest Taxi Co.
Grouville £24.88 £30.00 Taxi D £23.00 Taxi F
St Aubins £8.45 £8.70 Taxi F £8.20 Taxi D
St Brelade £8.67 £12.20 Taxi F £6.90 Taxi E
St Clements £19.85 £20.00 Taxi F £19.70 Taxi D
St Helier £14.42 £27.00 Taxi F £10.00 Taxi C
St John £15.10 £16.00 Taxi D £15.78 Taxi D
St Lawrence £13.44 £20.00 Taxi D £10.00 Taxi F
St Martin £25.90 £25.90 Taxi D £25.90 Taxi D
St Mary
St Ouens £15.50 £17.00 Taxi D £14.00 Taxi F
St Peter £8.23 £9.00 Taxi E £7.40 Taxi F
St Saviour £20.33 £30.00 Taxi B £13.50 Taxi F
Trinity £21.00 £21.00 Taxi D £21.00 Taxi C
Summary It is clear to see that there is a variation in taxi fare charges between different taxi companies. However, it must be noted that the journeys from each parish could vary due to the actual location and starting point within that parish.
Airport Departures
Jersey Airport QUESTIONNAIRE - Departures
1 What was your main reason for using a taxi?
2 Which taxi company did you use?
3 Are you a resident of Jersey or visitor ?
4 Where have you got your taxi from? (include street name and parish)
5 How much did it cost?
6 Did you pre-book your taxi?
6a If you pre-booked were you given an estimated cost of your taxi?
6b If you pre-booked, was your taxi on time?
7 How would you rate your taxi in terms of value for money (1=poor, 5=excellent)
8 How would you rate your taxi in terms condition of car (1=poor, 5=excellent)
9 How would you rate your taxi in terms of driver image (1=poor, 5=excellent)
10 How would you rate the overall service provided by the taxi (1=poor, 5=excellent)
Jersey Airport Arriving Passengers
Friday 17th December 2010
25
20
15
10
5
0 10:30 11:00 11:30 12:00 12:30 13:00 13:30 14:00 14:30 15:00 15:30 16:00 16:30 17:00 17:30 18:00
10:00 10:30 11:00 11:30 12:00 12:30 13:00 13:30 14:00 14:30 15:00 15:30 16:00 16:30 17:00 17:30
1 1 1
4 2
4 2
0
3 2
3 2
3 1 1
2 3
2
8 7
9 10
4 6
10 8
20
10 12
6
9 7 7
8
12
3
18
21
8
5
8 7
9
4 5
4
7
No. of Flights Landing No. of taxis in situ No. of taxis to clear pax.
Summary – Number of passengers waiting for a taxi and wait time for a taxi to arrive, was not recorded as this was not evident.
Airport Arrivals
Jersey Airport
Wednesday 15th December 2010
Arriving Passengers
Wednesday 5th January 2011
0
5
10
15
20
25
30
17:30 18:00 18:30 19:00 19:30 20:00 20:30 21:00
17:00 17:30 18:00 18:30 19:00 19:30 20:00 20:30
3 4
0
4
0 0 2 2
29
22 23
10
17
9
21
1413
0
13
1
11
0
11 9
No. of Flights landing. No. of taxis in situ. No. of taxis to clear pax.
0
5
10
15
20
25
30
08:30 09:00 09:30 10:00 10:30
08:00 08:30 09:00 09:30 10:00
2 2 2 3
1
12
15
12 14
15
5
12 12
28
12
No. of flights landing No. of taxis in situ
11:00 11:30 12:00
10:30 11:00 11:30
2 0
1
24
8
12
17
0
6
No. taxis to clear pax.
Airport Arrivals
Summary – Number of passengers waiting for a taxi and wait time for a taxi to arrive, was not recorded as this was not evident.
Where it was recorded zero for no. of taxis to clear pax, there were no passengers who required taxis.
TAXI RESEARCH Transport & Technical Services
December 2010
CORPORATE ACCOUNTS
The survey was conducted by The Marketing Bureau Ltd
15 -17 New St, St Helier, Jersey 01534 504800
Corporate Research A survey was conducted within the corporate sector of 100 businesses to determine whether they had accounts with
taxi companies and the general service they received. Non account holders were also recorded to compare any differences of service from taxi companies.
28
1836
18
Finance
Law
Hospitality
Other
Note : Numbers are %
100 business in different sectors were surveyed. 48 hold accounts, 46 do not and 6 only use rank taxis.
Corporate
Rank
Luxicabs
Yellow Cabs
ABC
Citicabs
Corporate Research Taxi account holders.
0
12
13
0
0
15
0
9
0 2 4 6 8 10 12 14 16
Domino
Other, give name
Won't Reveal
No. of accounts
No. of accounts
Taxi F
Taxi A
Taxi E
Taxi B
Taxi D
Taxi C
Of the 48 companies who have accounts, we asked if they were offered discounts. 20 companies said yes, 26 said no and 2 didn’t know. We also asked what those discounts or rates were and all did not know or would not reveal. None of the companies knew what their average spend was.
Corporate
11
30
9
2
0
5
10
15
20
25
30
35
Never Occasionally Sometimes Often
Corporate Research Non account Holders
21
31
no
yes
Preferred Taxi company
Difficulty obtaining a taxi
40%
60%
21 companies did not have a preferred taxi but 31 said they did and it was equal between Taxi F, Taxi D and Taxi B.
When asked the most common reason they used the preferred taxi company was that they were always on time. Other reasons for using a certain company was that the telephone number was easy to remember.
There were no incentives to use these taxi companies.
There did not seem too much difficulty obtaining a taxi and the main reason for booking a taxi was to travel to the airport or for customers.
Of non account holders 59% booked a taxi immediately, 9% booked 1- 6 hours in advance and 32% booked a day in advance.
Corporate
Corporate Research Both account and non account holders were asked the general opinion of the services of the taxi service.
4
23
32 34
1 0
5
10
15
20
25
30
35
40
1 2 3 4 5
Value for money
Poor Fairly Poor Average Good Excellent
0 4
11
45
40
0
5
10
15
20
25
30
35
40
45
50
1 2 3 4 5 Poor Fairly Poor Average Good
Excellent
Punctuality
0
5
20
41
34
0
5
10
15
20
25
30
35
40
45
Availability
1 1
23
61
14
0
10
20
30
40
50
60
70
Overall Service
Note : Numbers are %
1 2 3 4 5 1 2 3 4 5 Poor Fairly Poor Average Good
Excellent Poor Fairly Poor Average Good
Excellent
Corporate
Corporate Research Name of company
1 Do you have an account with a taxi company? Yes (go to 2-5) No (go to
6-7) Use rank (go
to 5)
2 If yes, which taxi company is your account with?
3 Do you receive discounted rates? Yes No
4 Do you know what those rates are? No Yes Rates
5 What is your average spend ? per month per annum Don't know
6 If no account, do you have a preferred company?
Are you offered any type of incentive to use a specific 7 company?
Occasional Never ly
No Yes
No Yes
Reason preferred Company
What is it?
Somtimes Often8 (ALL) Do you ever have difficulty in obtaining a taxi?
9 What does your company mainly use taxis for? Airport transfer Customers Other
(what?)Commute
10 How far in advance do you generally book taxis? 1 day in
advance 1-6 hours in
advance Immedia
te
11 How would you rate your taxi service in terms of value for money
(1=poor, 5=excellent)
12 How would you rate your taxi service in terms of punctuality
(1=poor, 5=excellent)
13 How would you rate your taxi service in terms of availability
(1=poor, 5=excellent)
14 How would you rate the overall service provided by the taxi service
(1=poor, 5=excellent)
Corporate
TAXI RESEARCH Transport & Technical Services
December 2010
MYSTERY SHOP JOURNEYS
The survey was conducted by The Marketing Bureau Ltd
15 -17 New St, St Helier, Jersey 01534 504800
MYSTERY SHOP Mystery shop journeys were carried out for 6 taxi companies over 3 daytime trips and one evening trip. This was
extended to 1 mile, 2mile and 5 mile journeys. Information recorded for each journey was the time the call was made to the taxi company, wait time for pick up and costs. The opinion of the service by the passengers of the journey
experience was also recorded.
Route Time line Mileage Sector
Red Houses to l’Horizon Hotel 8.00am – 11.00am 1 mile
The Royal Yacht to the Bagot Pub 1.00pm – 4.00pm 1 mile
Pembroke Pub to Gorey Village 6.00pm – 9.00pm 1 mile
The Police Station to the Mayfair Hotel 11.00pm – 2.00am 1 mile
Drifters (Havre des Pas) to Le Rocquier 8.00am – 11.00am 2 mile
St . John’s village to St. Mary’s village 1.00pm – 4.00pm 2 mile
Grouville Church to Bagot Pub 6.00pm – 9.00pm 2 mile
Five Oaks Pub to Snow Hill 11.00pm – 2.00am 2 mile
Carrefour Selous to Woodbine Stores 8.00am – 11.00am 5 mile
Red Houses to Greve De Lecq 1.00pm – 4.00pm 5 mile
Trinity Arms to Springfield Stadium 6.00pm – 9.00pm 5 mile
Shakespeare Hotel to Goose on the Green 11.00pm – 2.00am 5 mile
Mystery Shopping Journeys
MYSTERY SHOP Journeys which were NOT taken due to taxi not being available to pick up.
In total there were 14 journeys not completed
1 Mile Journeys 2 Mile Journeys
Wednesday 24th August 2011 - The Police Station to the Mayfair Hotel
01:26 Taxi E No answer
01:32 Taxi C Couldn’t contact
Sunday 28th August 2011 - Red Houses to l’Horizon Hotel
08:01 Taxi C Mobile phone was turned off
08:50 Taxi E Nothing available for an hour
08:58 Taxi A Nothing available for an hour
Wednesday 24th August 2011 - Trinity Arms to Springfield Stadium 08:30 Taxi E Nothing for an hour - short of drivers
5 Mile Journeys
Tuesday 23rd August 2011 - Drifters (Harve des Pas) to Le Rocquier 09:36 Taxi E Nothing available for an hour as Le Rocquier is out of the way
09:40 Taxi C Mobile phone was turned off
Wednesday 24th August 2011- Five Oaks Pub to Snow Hill
00:24 Taxi E No reason stated
Saturday 27th August 2011 - St . John’s village to St. Mary’s village 13:55 Taxi D Kept ringing but nothing available. Earliest time would be
between 4:30-5:00 pm. Gave up
13:05 Taxi B They would not pick up for such a short journey, too busy, apologised but said it was management decision
15:20 Taxi C Rang this number between 1-3 but kept ringing out. No answer. Rang again when I got to St. Mary's Pub from 3.20 onwards. Still no answer. Gave up and tried to flag a taxi down. No joy. Walked back to the car at St. John's.
Sunday 28th August 2011 - Grouville Church to Bagot Pub 18:00 Taxi E Told by operator that they won't pick me up because they only
operate in certain areas
18:54 Taxi C Day and night mobile numbers tried, neither picked up
Mystery Shopping Journeys
MYSTERY SHOP Journeys taken – 58 out of 72 - Routes taken
Mystery Shopping Journeys
1 mile journey 2 mile journey 5 mile journey Spectrum(Gloucester St) to B&Q ( St Helier) 8.00am - 11.00am
St John to St Mary 8.00am - 11.00am
Gorey pier to Liberty Wharf 8.00am - 11.00am
St Ouen's Village to Greve de Lecq 1.00pm - 4.00pm
St Martin Church to Trinity Church 1.00pm - 4.00pm
Esplanade to St Brelade’s Bay 1.00pm - 4.00pm
Airport to Les Quennevais, St Brelade 6.00pm- 9.00pm
Bel Royal to Pier Road, St Helier 6.00pm- 9.00pm
Hotel De France to Airport 6.00pm- 9.00pm
The Grand to Waverley Terrace, St Helier 11.00pm - 2.00am
Red Houses to St Aubin 11.00pm - 2.00am
St John to Weighbridge, St Helier 11.00pm - 2.00am
MYSTERY SHOP Taxis were regarded as ‘late’ when the actual wait time was over 5 minutes more than estimated wait time. They were
considered more expensive when actual cost was over £1.00 more than estimated cost.
100.00%
0.00%
On time
Late
100.00%
0.00%
Correct cost
More expensive
Taxi C
90.00%
10.00%
80.00%
20.00%
Correct costOn time
More expensive Late
Taxi D
MYSTERY SHOP Taxis were regarded as ‘late’ when the actual wait time was over 5 minutes more than estimated wait time. They were
considered more expensive when actual cost was over £1.00 more than estimated cost.
Taxi B
0.00%
77.78%
22.22%
On time
100.00%
Correct cost
Late More expensive
Taxi E
0.00%
75.00%
25.00%
On time
100.00%
Correct cost
Late More expensive
MYSTERY SHOP Taxis were regarded as ‘late’ when the actual wait time was over 5 minutes more than estimated wait time. They were
considered more expensive when actual cost was over £1.00 more than estimated cost.
Taxi A
70.00%
30.00%
On time
90.00%
10.00%
Correct cost
Late More expensive
Taxi F
90.91%
9.09%
On time
90.91%
9.09%
Correct cost
Late More expensive
MYSTERY SHOP Telephone wait times vs actual time of pick up.
Telephone Cost estimate vs Actual Cost. 1 Mile journeys
Taxi Company Spectrum
B&Q
Waverley Terrace - The
Grand
St Ouen -Greve De
Lecq Airport - Les Quennevais
Saturday 18th
December
Monday 20th
December
Tuesday 21st
December
Wednesday 22nd
December
Thursday 23rd
December Phone time
Estimated wait time
in mins
Actual wait time in mins
Estimated cost Actual Cost
Taxi C 1 1 08:20 10 5 £9.00 £8.90
1 1 £6.00
Taxi B 1 1 00:17 20 50 £7.00 £7.20
1 1 09:00 5 4 £9.00 £9.20
Taxi A 1 1 13:31 20 21 £4.00 £4.30
1 1 18:45 10 5 £5.20
1 1 10:10 10 10 £7.00 £8.00
Taxi D 1 1 13:00 15 13 £5.00 £4.90
1 1 08:00 5 5 £8.00 £8.20
1 1 19:22 5 8 £5.00 £7.40
Taxi E 1 1 09:30 10 5 £8.00 £9.20
1 1 18:14 10 6 £6.00 £6.90
Taxi F 1 1 10:45 5 10 £8.00 £8.00
1 1 23:10 30 17 £8.00 £7.10
1 1 18:40 10 5 £6.00 £5.90
Mystery Shopping Journeys
Early / Cheaper Late / More expensive On time / Correct Cost
MYSTERY SHOP Telephone wait times vs actual time of pick up.
Telephone Cost estimate vs Actual Cost. 2 Mile journeys
Taxi Company Pier Road -Bel Royal
St John - St Mary
St Aubin Red
Houses Trinity- St Martins
Saturday 18th
December
Monday 20th
December
Tuesday 21st
December
Wednesday 22nd
December
Thurday 23rd
December Phone time
Estimated wait time
in mins
Actual wait time in
mins Estimated
cost Actual Cost
Taxi C 1 1 £7.00
1 1 13:32 10 20 £7.00
Taxi D 1 1 17:55 10 3 £8.20
1 1 07:55 10 7 £9.00 £7.00
1 1 23:15 10 11 £10.00 £10.00
1 1 13:06 10 15 £14.00 £7.90
Taxi B 1 1 20:01 35 30 £8.00 £8.00
Taxi E 1 1 19:26 20 10 £8.00 £10.00
1 1 09:07 10 12 £8.00 £8.00
1 1 00:07 20 15 £10.00 £9.80
Taxi A 1 1 18:39 20 30 £10.00 £8.20
1 1 09:39 10 5 £6.00 £6.00
1 1 23:47 10 27 £10.00 £9.00
Taxi F 1 1 18:20 3 5 £9.00 £8.00
1 1 08:41 20 16 £8.00 £6.50
1 1 23:50 15 11 £10.00 £9.50
Mystery Shopping Journeys
Early / Cheaper Late / More expensive On time / Correct Cost
MYSTERY SHOP Telephone wait times vs actual time of pick up.
Telephone Cost estimate vs Actual Cost. 5 Mile journeys
Taxi Company
Esplanade - St Brelades
Bay
Hotel de France - Airport
Gorey Liberty Wharf
Weighbridge to St John
Saturday 18th
December
Monday 20th
December
Tuesday 21st
December
Wednesday 22nd
December
Thurday 23rd
December Phone time
Estimated wait time
in mins
Actual wait time in
mins Estimated
cost Actual Cost
Taxi C 1 1 09:52 10 14 £15.00 1 1 15:32 0 0 £12.00
1 1 18:16 10 10 £13.00 1 1 23:06 2 0.5 £19.00 £17.90
Taxi D 1 1 09:30 5 8 £15.00 £14.00 1 1 13:01 20 30 £17.00 £15.00
1 1 17:53 5 7 £16.00 £12.70 1 1 00:55 30 39 £20.00 £13.40
Taxi B 1 1 10:35 5 5 £15.00 £16.50 1 1 14:28 0 2 £0.00 £14.00
1 1 18:48 5 7 £16.00 £16.50 Taxi A 1 1 11:13 15 22 £15.00 £14.00
1 1 14:49 20 24 £0.00 £16.30 1 1 19:33 15 13 £15.00 £16.90
1 1 23:37 5 6 £20.00 £19.80 Taxi F 1 1 12:25 15 18 £15.00 £14.70
1 1 15:59 5 6 £15.00 £17.00 1 1 20:55 5 12 £15.00 £17.00
1 1 00:30 2 5 £20.00 £21.20 Taxi E 1 1 13:50 10 13 £17.00 £14.00
1 1 20:03 30 37 £20.00 £15.00 1 1 00:02 10 12 £18.00 £20.30
Early / Cheaper Late / More expensive On time / Correct Cost
Mystery Shopping Journeys
MYSTERY SHOP Telephone wait times vs actual time of pick up.
Telephone Cost estimate vs Actual Cost.
Summary
1 Mile Journeys. Out of 15 journeys 8 were early 2 were on time 4 were late 1 no comparison
4 were cheaper cost 1 was correct cost 8 were more expensive 2 no comparison
2 Mile Journeys. Out of 16 journeys 8 were early 0 were on time 7 were late 1 no comparison
8 were cheaper cost 4 was correct cost 1 were more expensive 3 no comparison
5 Mile Journeys. Out of 22 journeys 2 were early 2 were on time 17 were late 1 no comparison 10 were cheaper cost 0 was correct cost 7 were more expensive 5 no comparison
Mystery Shopping Journeys
MYSTERY SHOP The opinion of the SERVICE was recorded by each passenger.
Overall Service
Mystery Shopping Journeys
MYSTERY SHOP Questionnaire
1 Taxi company?
2 Journey /Route
3 Date and time of phonecall
5 Ask how long the taxi will be
6 Ask how much it will cost, estimated.
7 How long did you actually wait?
8 Actual cost
9 How would you rate your taxi in terms of value for money (1=poor, 5=excellent)
10 How would you rate your taxi in terms condition of car (1=poor, 5=excellent)
11 How would you rate your taxi in terms of driver image (1=poor, 5=excellent)
12 How would you rate the overall service provided by the taxi (1=poor, 5=excellent)
Mystery Shopping Journeys
TAXI RESEARCH Transport & Technical Services
August 2011
Street Surveys
The survey was conducted by The Marketing Bureau Ltd
15 -17 New St, St Helier, Jersey 01534 504800
Street/Public Survey Introduction
• 200 surveys were conducted on King Street approaching the general public. • Questions were asked to determine the general opinion of taxi services in Jersey, their rates and services
Street survey
Street/Public Survey What parish do you live in?
42.78%
9.28% 6.70%
6.19%
3.09% 1.55%
5.67%
0.52%
3.61%
3.09%
11.34%
6.19% St Helier
St Brelade
St Clement
Grouville
St John
St Lawrence
St Martin
St Mary
St Ouen
St Peter
St Saviour
Trinity
Street survey
Street/Public Survey Question were asked about the use of taxis in Jersey.
How often do you use taxis? What do you use taxis for? 90.00%70.00% 62.63% About 25% of
respondents were regular taxi users.
18.18% 10.61%
5.05% 3.54%
80.00% 60.00%
70.00% 50.00%
60.00% 40.00% 50.00% 30.00% 40.00%
20.00% 30.00%
10.00% 20.00%
10.00%0.00% Never Rarely 1-3 times 3-6 times 6+ times 0.00%
month month month Business Leisure Main transport
76.56% Respondents mainly used taxis for leisure purposes.
22.92%
0.52%
Do you find it easy to get taxis? 70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
59.78%
31.28%
8.94%
About 40% of respondents do not always find it very easy to get taxis.
Mostly Sometimes Seldom Street survey
Street/Public Survey Do the public know the difference between Rank & Restricted cabs ?
Information was obtained from the public on whether they knew the difference between Rank and restricted cabs and which they thought were cheaper. y g p
Which taxi is cheaper?
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00% Rank Restricted Neither Don't Know
Street survey
Around 65% of respondents do not know that Rank taxis are cheaper.
Street/Public Survey
50.00%
Rank Hail Telephone No preference Reasons.
A question was asked about the preferred method of getting a taxi.
26.20%
4.28%
47.06%
22.46%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
Telephone No preference Rank Regular booking Depends on location – phone from Close to home Planned collection for routes where no home, rank from town/airport Handy when leaving clubs/in town rank is available Cheaper Pre booked by company for Good when heading back from airport employees/clients
Hail Pre book to save time Laziness/convenience Reliable/Safer
Street survey
Street/Public Survey If they had a complaint about a taxi service/driver who would they complain/report to ?
45.00%
40.00% 38.46%
35.00%
30.00% 27.47%
25.00%
20.00%
15.00%
9.34%10.00% 8.24%
4.95% 3.85%5.00%
2.20% 2.20%1.65% 1.65%
0.00% Wouldn't Company Driver DVS TTS/States Town Hall Police Trading Don't know Taxi Driver's
bother standing/ CAB Association
Street survey
Most respondents would not know who to complain to, or would complain directly to the taxi company.
Street/Public Survey People were asked what improvements they thought could be made to the taxi service, with the
answers then divided into these 7 general categories.
1.88%
11.88%
46.88%
7.50%
6.88%
11.25%
13.75%
Cheaper
Improvements in driver's manners/presentation
Greater availability
Better punctuality
Don't know
No change
Improvements to vehicles
Street survey
Almost half the respondents would like to see cheaper taxis, with the next most popular answer being ‘greater availability’.
Street/Public Survey People were asked how they rated the following aspects of the service on a scale of 1 – 5.
Value for money Vehicle condition 35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00%
5.00% 0.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00% 1 - Poor 2 - Fairly 3 - Average 4 - Good 5 - 6 - No 1 - Poor 2 - Fairly 3 - Average 4 - Good 5 - Excellent 6 - No
Poor Excellent answer Poor answer
Driver image Overall service 50.00%
40.00%
30.00%
20.00%
10.00%
0.00% 1 - Poor 2 - Fairly 3 - Average 4 - Good 5 - Excellent 6 - No 1 - Poor 2 - Fairly 3 - Average 4 - Good 5 - 6 - No
Poor answer Poor Excellent answer
Street survey
Value for money divided opinion amongst respondents. In all other areas people felt that Jersey taxis were mainly good.
Street/Public Survey QUESTIONNAIRE
1. Gender?
2. Age?
3. Are you a car owner?
4. Are you a Jersey resident?
5. How often do you use taxis?
6. What do you mainly use taxis in Jersey for?
7. Do you find it easy to get a taxi in Jersey when you need it?
8. Do you know the difference between rank and restricted taxis? (if yes please state)
9. Which taxis do you believe are cheaper? (Prompt answers)
10. Do you prefer to use taxi ranks, hail on street or make a telephone booking (restricted)?
11. In terms of value for money, how do you rate Jersey taxis? (5= excellent, 1=poor)
12. In terms of condition of vehicle, how do you rate Jersey taxis? (5= excellent, 1=poor)
13. In terms of driver's image, how do you rate Jersey taxis? (5= excellent, 1=poor)
14. In terms of overall service, how do you rate Jersey taxis? (5= excellent, 1=poor)
15. If you had a complaint about a taxi service, who would you contact?
16. How could taxis in Jersey improve their service?
Street survey
TAXI RESEARCH Transport & Technical Services
August 2011
Port Surveys
The survey was conducted by The Marketing Bureau Ltd
15 -17 New St, St Helier, Jersey 01534 504800
Port Survey Where were visitors from?
Harbour Airport
4.12% 5.00%3.00%
50.52%
32.99%
12.37%
2.00%
Uk/Ireland
90.00%
Uk/Ireland
France France
Rest of Europe Rest of Europe
Outside Europe Outside Europe
At the harbour, the majority of passenger were from the UK/Ireland and France, whilst at the airport, all but 10% of the passengers were from the UK.
Port survey
Port Survey
Harbour Airport
How many visitors used taxis whilst in Jersey?
38.78%
61.22%
Yes
86.14%
13.86%
Yes No No
Airport visitors were more likely to use a taxi because a lot of the Harbour visitors brought their own cars to Jersey.
Port survey
Port Survey How did the visitors get a taxi? Did they use the rank, hail or telephone?
Harbour Airport
47.73%
15.91%
36.36%
Rank
61.17%
Rank
Hail Hail
Telephone
36.89%
Telephone
1.94%
The Ranks were the most popular methods of getting a taxi, followed by telephone bookings.
Port survey
Port Survey Did visitors find it easy to get a taxi?
AirportHarbour
92.11%
7.89%
Yes
88.10%
11.90%
Yes
NoNo
Port survey
The charts show that between 7 – 12% of visitors to Jersey found it difficult to get a taxi. Common reasons cited were that there were not enough available late at night and that the queues at ranks were too long at peak times.
Port Survey Visitors were asked to compare the cost of using a taxi in Jersey to their countries of residence. The
responses were broken down further depending on where the respondents were from.
UK and Ireland France 6.80%
39.81% 38.83%
14.56% Cheaper
More expensive
The same
Don't know
0.00%
33.33%
50.00%
16.67% Cheaper
More expensive
The same
Don't know
0.00%
75.00%
0.00%
25.00%
Rest of the World
Cheaper
More expensive
The same
Don't know
The UK, Ireland and France predominantly found taxi costs in Jersey to be more expensive or the same as home. The rest of Europe mainly found Jersey taxis cheaper whilst the rest of world respondents found taxis
in Jersey more expensive.
45.45%
18.18%
18.18%
18.18%
Rest of Europe
Cheaper
More expensive
The same
Don't know
Port survey
Port Survey Visitors were asked to compare the overall taxi service in Jersey to their countries of residence.
Responses were broken down further depending on where respondents were from.
UK and Ireland France
14.56%
59.22%
21.36% Better
Worse
3.88%
57.14%28.57%
14.29%
Better
Worse The same The same
Don't Know
36.36%
54.55%
The UK and Ireland found the overall taxi service in Jersey to
be the same as their own. French and other European
respondents found Jersey taxis to be better or the same,
whilst the rest of the world was mixed.
Don't know
0.00%
Rest of Europe Rest of the world 9.09%
25.00%
25.00%25.00%
25.00% Better
Worse
Better
Worse
The same The same
Don't know Don't know
0.00%
Port survey
Port Survey Questionnaire
1 Gender
2 Age
3 Country of residence
5 How long did you stay in Jersey? 1-3 days/ 4-7 days/ 8-14 days/ 14+ days
6 Did you drive your own car whilst in Jersey? Own car/Hired car/Neither
7 Did you use any taxis whilst in Jersey? If yes, how many?
8 Why did you choose to take a taxi?
9 How did you get your taxi? Rank/Hail/Telephone
10 Did you find it easy to get a taxi whilst in Jersey? Yes/No/Reason
11 Compared to your country of residence, did you find taxis in Jersey: Cheaper/More expensive/The same/Don’t know
12 Compared to your country of residence, did you find the overall taxi service in Jersey: Better/Worse/The same/Don’t know
Port survey
TAXI RESEARCH Transport & Technical Services
August 2011
MYSTERY SHOP JOURNEYS
The survey was conducted by The Marketing Bureau Ltd
15 -17 New St, St Helier, Jersey 01534 504800
MYSTERY SHOP
• Mystery shop journeys were carried out on 6 taxi companies at 4 different times of day
• 3 of the times of day were on regular tariff and 1 was at the higher tariff
• Journeys were made on weekdays and weekends to truly test the market
• Each company was asked to make the same journey at roughly the same time of day so that direct comparisons could be made
• Journey distances were either 1 mile, 2 mile or 5 mile journeys and were island wide
Mystery Shopping Journeys
MYSTERY SHOP Routes, time of day, day of week and mileage
Route Time of day Day Mileage Sector
Red Houses to L’Horizon Hotel 8.00am – 11.00am Sunday 28th August 1 mile
Wednesday 24th August 1 mile
Saturday 27th August 1 mile
Tuesday 23rd August 1 mile
Tuesday 23rd August 2 mile
Saturday 27th August 2 mile
Sunday 28th August 2 mile
Wednesday 24th August 2 mile
Tuesday 23rd August 5 mile
Sunday 28th August 5 mile
Wednesday 24th August 5 mile
The Royal Yacht to the Bagot Pub
Pembroke Pub to Gorey Village
The Police Station to the Mayfair Hotel
Drifters (Havre des Pas) to Le Rocquier
St . John’s village to St. Mary’s village
Grouville Church to Bagot Pub
Five Oaks Pub to Snow Hill
Carrefour Selous to Woodbine Stores
Red Houses to Greve De Lecq
Trinity Arms to Springfield Stadium
Shakespeare Hotel to Goose on the Green
1.00pm – 4.00pm
6.00pm – 9.00pm
11.00pm – 2.00am
8.00am – 11.00am
1.00pm – 4.00pm
6.00pm – 9.00pm
11.00pm – 2.00am
8.00am – 11.00am
1.00pm – 4.00pm
6.00pm – 9.00pm
11.00pm – 2.00am Saturday 27th August 5 mile
Mystery Shopping Journeys
MYSTERY SHOP Journeys which were NOT taken due to taxi not being available to pick up.
In total there were 14 journeys not completed
1 Mile Journeys 2 Mile Journeys
Wednesday 24th August 2011 - The Police Station to the Mayfair Hotel
01:26 Taxi E No answer
01:32 Taxi C Couldn’t contact the rank
Sunday 28th August 2011 - Red Houses to L’Horizon Hotel
08:01 Taxi C Mobile phone was turned off
08:50 Taxi E Nothing available for an hour
08:58 Taxi A Nothing available for an hour
5 Mile Journeys
Wednesday 24th August 2011 - Trinity Arms to Springfield Stadium 08:30 Taxi E Nothing for an hour - short of drivers
• The telephone number that Taxi C advertise to make telephone bookings is often turned off or unavailable. • Taxi E often refuse to operate outside of certain areas.
Tuesday 23rd August 2011 - Drifters (Havre des Pas) to Le Rocquier 09:36 Taxi E Nothing available for an hour as Le Rocquier is out of the way
09:40 Taxi C Mobile phone was turned off
Wednesday 24th August 2011- Five Oaks Pub to Snow Hill
00:24 Taxi E No reason stated
Saturday 27th August 2011 - St . John’s village to St. Mary’s village 13:55 Taxi D Kept ringing Taxi D, but nothing available. Earliest time would be
between 4:30-5:00 pm. Gave up
13:05 Taxi B They would not pick up for such a short journey, too busy, apologised but said it was management decision
15:20 Taxi C Rang this number between 1-3 but kept ringing out. No answer. Rang again when I got to St. Mary's Pub from 3.20 onwards. Still no answer.
Sunday 28th August 2011 - Grouville Church to Bagot Pub 18:00 Taxi E Told by operator that they won't pick me up because they only
operate certain areas of the island.
18:54 Taxi C Day and night mobile numbers tried, neither picked up
Mystery Shopping Journeys
MYSTERY SHOP Journeys taken – 58 out of 72 - Routes taken
Mystery Shopping Journeys
1 mile journey 2 mile journey 5 mile journey
Red Houses to L’Horizon Hotel 8am – 11am Drifters to Le Rocquier 8am -11am Carrefour Selous to Woodbine Stores 8am-11am
The Royal Yacht to Bagot Pub 1pm - 4pm St Johns village to St Marys village 1pm - 4pm Red Houses to Greve De Lecq 1pm - 4pm
Pembroke Pub to Gorey Village 6pm- 9pm Grouville Church to Bagot Pub 6pm- 9pm Trinity Arms to Springfield Stadium 6pm- 9pm
Police Station to Mayfair Hotel 11pm - 2am Five Oaks Pub to Snow Hill 11pm -2am Shakespeare Hotel to Goose on the Green 11pm - 2am
MYSTERY SHOP Taxis were regarded as ‘late’ when the actual wait time was over 5 minutes more than the estimated wait time.
Taxis were considered more expensive when actual cost was over £1.00 more than estimated cost.
Taxi C Taxi D
10.00 0.00% 0.00%
100.00 %
100.00 %
%
90.00 %
80.00%
20.00%
Correct costOn time On time
Late
Correct cost More expensive More expensive Late
Taxi B Taxi E
0.00% 0.00%22.22
On time Correct cost On time Correct cost
More expensive More expensive Late Late
77.78 %
%
100.00 %
75.00 %
25.00 %
100.00 %
MYSTERY SHOP Taxis were regarded as ‘late’ when the actual wait time was over 5 minutes more than estimated wait time. They
were considered more expensive when actual cost was over £1.00 more than estimated cost.
70.00%
30.00%
90.91%
9.09%
On timeOn time
LateLate
Taxi A Taxi F
10.00%
90.00% 90.91%
9.09%
Correct costCorrect cost
More expensive More expensive
Of the journeys made, Taxi C was the top performer in terms of being punctual and estimating cost for customer. 30% of Taxi A journeys were late. For further details see following charts.
MYSTERY SHOP Telephone estimated wait times vs actual time of pick up.
Telephone cost estimate vs actual cost.
Mystery Shopping Journeys
Early / Cheaper Late / More expensive – if more than 5 mins/£1 that estimate
1 Mile journeys
Date Phone time
Estimated wait time
Actual wait time
Estimated cost
Actual Cost
Taxi Company Red Houses-
L'Horizon Royal Yacht-Bagot
Inn Pembroke Pub-Gorey Village
Mayfair Hotel-Police Station
Sun 28/08
Sat 27/08
Wed 24/08 Mins Mins £ £
Taxi C 1 1 5 4.7
Taxi D 1 1 08:00 5 3 6 7.2
1 1 13:50 30 31 6 5.2
1 1 18:00 120 125 8 5
1 1 00:28 10 12 6.5
Taxi B 1 1 14:25 10 15 6 6.3
1 1 18:10 80 95 7 4.8
1 1 00:54 4 7 6 6
Taxi A 1 12:55 10 15 6 5.5
1 14:56 10 24 6 4.9
1 00:00 10 5 7 5.7
Taxi F 1 1 9.02 8 4 5 4.4
1 1 13:20 10 8 5 4.4
1 1 00:00 10 3 7 6
MYSTERY SHOP Telephone estimated wait times vs actual time of pick up.
Telephone cost estimate vs actual cost. 2 Mile journeys
Date Phone time
Estimated wait time
Actual wait time
Estimated cost
Actual Cost
Taxi Company Drifters -Le Rocquier
Five Oaks - Snow Hill
St. John's Village - St. Mary's Pub
Grouville Church - Bagot Inn
Sun 28/08
Sat 27/08
Tue 23/08
Wed 24/08 Mins Mins £ £
Taxi C 1 1 23:34 2 2 8 8
Taxi D 1 1 08:04 3 4 7.2 6.4
1 1 22:56 10 9 10 9.8
Taxi B 1 1 09:14 15 15 7 7
1 1 19:40 30 42 15 8.7
1 1 22:20 10 4 7 8.7
Taxi A 1 08:27 10 21 7 6
1 14:04 45 66 7.5
1 23:47 5 3 6 7.8
Taxi F 1 1 08:58 5 4 7 5.3
1 1 12:57 5 7 7.5
1 1 18:57 40 33 7 7.1
1 1 00:02 10 10 10 8
Mystery Shopping Journeys
Early / Cheaper Late / More expensive – if more than 5 mins/£1 that estimate
MYSTERY SHOP Telephone estimated wait times vs actual time of pick up.
Telephone cost estimate vs actual cost.
Mystery Shopping Journeys
5 Mile journeys
Early / Cheaper Late / More expensive – if more than 5 mins/£1 that estimate
Date Phone time
Estimated wait time
Actual wait time
Estimated cost
Actual Cost
Taxi Company Goose on the Green - Shakespeare Hotel
Woodbine Stores - Carrefour
Trinity Arms - Springfield
Red Houses-Greve De Lecq
Sun 28/08
Sat 27/08
Tue 23/08
Wed 24/08 Mins Mins £ £
Taxi C 1 1 11:10 10 15 16 14 1 1 13:25 20 25 17 15.5 1 1 15:20 20 15 16 16
1 1 08:00 15 15 10 9.9 1 1 23:35 5 5 15 17.2
Taxi D 1 1 08:00 10 10 16 1 1 14:05 20 28 18 20
1 1 08:00 15 15 10 9.9 1 1 01:15 15 3 23 19.7
Taxi B 1 1 08:30 30 20 16 16.2 1 1 07:35 10 10 10 10.5
1 1 00:45 10 9 20 18.9 Taxi A 1 1 09:50 15 20 16 16
1 1 14:45 30 35 18 15.3 1 1 06:30 15 12
1 1 00:25 5 6 16 17 Taxi F 1 1 10:30 10 15 17 18.2
1 1 12:52 10 18 17 15 1 1 07:05 15 15 10 11
1 1 00:00 15 11 22 18.5
MYSTERY SHOP Value for money was recorded by each passenger.
Taxi D 50.00% 40.00% 30.00% 20.00% 10.00%
0.00% 1 Poor 2 Fairly 3 Average 4 Good 5
Poor Excellent
Taxi B 0.4
0.3
0.2
0.1
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi E 0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
In the opinion of the Mystery Shoppers,
Taxi C and Taxi E were the best performers in terms of value for
money.
Taxi A 0.5 0.4 0.3 0.2 0.1
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi F 0.5 0.4 0.3 0.2 0.1
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi C 0.8
0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Mystery Shopping Journeys
MYSTERY SHOP Condition of vehicle was recorded by each passenger.
Taxi D 0.8
0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor In the opinion of the Mystery Shoppers Taxi B only Taxi C scored a
0.8 mark below average, 0.6 otherwise all taxi 0.4 conditions were 0.2 found to be average
0 or above.1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi E 0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi A 0.8
0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi F 0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi C 0.8
0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Mystery Shopping Journeys Poor
MYSTERY SHOP The driver image was recorded by each passenger.
Taxi D 0.5 0.4 0.3 0.2 0.1
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent Mystery Shoppers
Poor found that Taxi E and
Taxi B Taxi A were top performers in terms 0.5
0.4 of driver image. The 0.3 other companies had 0.2
mixed responses. 0.1 0
1 Poor 2 Fairly 3 Average 4 Good 5 Excellent Poor
Taxi E 0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi A 0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi F 0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi C 0.5 0.4 0.3 0.2 0.1
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Mystery Shopping Journeys Poor
MYSTERY SHOP Overall service was recorded by each passenger.
Taxi D 50.00% 40.00% 30.00% 20.00% 10.00%
0.00% 1 Poor 2 Fairly 3 Average 4 Good 5 Taxi A, Taxi E, and Taxi
Poor Excellent C scored average or
Taxi B above. Taxi D, Taxi F and0.6
Taxi B had mixed 0.4 reviews. 0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi E 0.8
0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi A 0.8
0.6
0.4
0.2
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi F 0.5 0.4 0.3 0.2 0.1
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Poor
Taxi C 0.5 0.4 0.3 0.2 0.1
0 1 Poor 2 Fairly 3 Average 4 Good 5 Excellent
Mystery Shopping Journeys Poor
MYSTERY SHOP Questionnaire
1 Taxi company?
2 Journey /Route
3 Date and time of phonecall
5 Ask how long the taxi will be
6 Ask how much it will cost, estimated.
7 How long did you actually wait?
8 Actual cost
9 How would you rate your taxi in terms of value for money (1=poor, 5=excellent)
10 How would you rate your taxi in terms condition of car (1=poor, 5=excellent)
11 How would you rate your taxi in terms of driver image (1=poor, 5=excellent)
12 How would you rate the overall service provided by the taxi (1=poor, 5=excellent)
Mystery Shopping Journeys
TAXI RESEARCH Transport & Technical Services
August 2011
Taxi Rank Observations
The survey was conducted by The Marketing Bureau Ltd
15 -17 New St, St Helier, Jersey 01534 504800
Taxi Rank Introduction
Observations were made at the Weighbridge taxi rank in 15 minute blocks recording the following:
• The number of people who took a taxi in each 15 minute block • The number of people in each taxi that was used •The number of taxis used in each 15 minute block •The number of people in the queue at the start of each 15 minute block • The waiting time from the end of the queue to getting a taxi in each 15 minute block • The amount of time in each 15 minute block when no taxis were at the rank
The rank was observed on the nights of Thursday 25th August from 10.30pm – 1.30am and on Saturday 27th August from 11.15pm – 2.30am
Taxi Rank Observations
Taxi Rank WEEKDAY - Observations made at the Weighbridge taxi rank in 15 minute blocks
Num
ber
24
22
20
18
16
14
12
10
8
6
4
2
0 0
21
11
0
20
12
2
16
11
0
21
13
0
23
14
0
16
8
6
5
1
14
9
0
12
7 7
18
8
4
2
9
2
0 0
3
Thursday 25th August, 22:30 – 01:30
22:30 22:45 23:00 23:15 23:30 23:45 00:00 00:15 00:30 00:45 01:00 01:15
Time of night
Total no. of customers that used taxis No. of taxis used No. of people in queue at start of block Average no. of people in each taxi
Taxi Rank Observations
There were no real queues for customers all evening. 23:15 – 23:30 looked to be the peak time for taxis on a week night.
Taxi Rank WEEKDAY - Observations made at the Weighbridge taxi rank in 15 minute blocks
Tim
e (m
ins)
04:00
03:00
02:00
01:00
00:00 00:0000:00 00:00 00:0000:00 00:0000:00 00:00 00:00 00:0000:00 00:00 00:0000:0000:0000:00
03:00 03:00
Thursday 25th August, 22:30 – 01:30
01:00 01:00 01:00
00:00 22:30 22:45 23:00 23:15 23:30 23:45 00:00 00:15 00:30 00:45 01:00
Time of night
Wait time (mins) from back of queue to taxi Time (mins) when no taxis at rank
Taxi Rank Observations
This graph shows no unmet demand as there was never any wait time for customers.
Taxi Rank WEEKEND - Observations made at the Weighbridge taxi rank in 15 minute blocks
Num
ber
95 90 85 80 75 70 65 60 55 50 45 40 35 30 25 20 15 10
5 0
63
49 47
64 61
43 46
58 61
71
46
68
36 32
28
39
33
25 29 31 31
39
24
35
18 14 13
34
0 0
14
6
54 59
21
49
Saturday 27th August, 23:15 - 02:30 91
62
29
23:15 23:30 23:45 00:00 00:15 00:30 00:45 01:00 01:15 01:30 01:45 02:00
Time of night
Total no. of customers that used taxis No. of taxis used No. of people in queue at start of block Average no. of people in each taxi
Taxi Rank Observations
Queues peaked at 00:00, 01:30 and 02:30, yet the number of taxis used in each 15min block remains a fairly constant figure. This suggests that the current collection system cannot cope when demand increases.
Taxi Rank WEEKEND - Observations made at the Weighbridge taxi rank made in 15 minute blocks
Tim
e (m
ins)
17:00
16:00
15:00
14:00
13:00
12:00
11:00
10:00
09:00
08:00
07:00
06:00
05:00
04:00
03:00
02:00
01:00
00:00
04:05 04:03
06:24
05:19
01:12
00:00
03:17
04:18
08:41
10:10
06:09 07:04
15:37
02:08 03:36
02:16
01:15 00:57
01:37 01:12
00:00
01:51 02:24
03:40
04:59
02:50
Saturday 27th August, 23:15 – 02:30
23:15 23:30 23:45 00:00 00:15 00:30 00:45 01:00 01:15 01:30 01:45 02:00
Time of night
Wait time (mins) from back of queue to taxi Time (mins) when no taxis at rank
Taxi Rank Observations
From 01.15am wait times increase along with an increase in the time when no taxis are available at the rank. This is likely to be due to the taxis already being in use across the island.
Taxi Rank Survey
Time
Number of taxis at rank at start of block Number of people in each taxi Number of taxis used
11.30-11.45
11.45-12.00
12.00-12.15
12.15-12.30
Time Number of people in queue at start of block Wait time (mins) from back of queue to taxi Time (mins) when no taxis at rank
11.30-11.45
11.45-12.00
12.00-12.15
12.15-12.30
Taxi Rank Observations
TAXI CCTV RESEARCH Transport & Technical Services
September 2010 & February 2011
The survey was conducted by The Marketing Bureau Ltd
15 -17 New St, St Helier, Jersey JE2 3RA
01534 504800
INTRODUCTION
CCTV footage of the taxi ranks at The Weighbridge, Airport and Snow Hill was filmed between September 2010 and February 2011. Unfortunately at Snow Hill activity could not be recorded due to technical faults.
The Marketing Bureau has analysed the footage to gauge whether there is unmet demand within the taxi service.
Footage was analysed in 15 minute blocks and the following data was captured:
• Number of people waiting at rank at the start of the 15 minute block • Number of taxis used during the 15 minute block • Number of minutes during the 15 minute block where there were no taxis at the rank
It should be noted that it is most useful to look at the trends shown by the graphs, rather than the individual data points, as this is the best way to identify the patterns of taxi use over a time period.
Issues
•It was not possible to capture the length of time customers waited for taxis as individuals couldn’t be identified within the footage. • Number of people waiting at the start of the 15 min block is approximate in some cases, and it should be noted that number in queue can vary greatly during the 15 min block as people joining the queue could not be captured. • On some days at the Airport there was little visibility through the CCTV due to adverse weather conditions, so data collected on these days was excluded.
WEIGHBRIDGE ACTIVITIES
• Data was gathered in 15min blocks as shown on the X axis, ‘Time’ • ‘No. of customers waiting’ denotes the number of customers waiting in the rank at the start of each 15min block • ‘No. of taxis used’ denotes the number of taxis used in each 15min block • ‘Time when no taxis at rank (mins)’ denotes the number of minutes (to the nearest half minute) during each 15min block when there were no taxis at the rank
Overall result The data implies that there is unmet demand at the Weighbridge taxi rank during peak times, which were found to be between 00:00 and 03:00 at the weekend.
Weekend Evenings - Weighbridge 60
50
40
30
20
10
0
30
4 0
Friday evening (10th) to Saturday morning (11th) September, 2010
41
36
31 27
18
8
1 1.5 2
1.5 00 23:15 23:30 23:45 00:00 00:15 00:30 00:45 01:00 01:15 01:30 01:45
Time
No. of customers waiting No. of taxis used Time when no taxis at rank (mins)
26 30 29
31 33
26 22
18
00 0 1
4 2.5 4
0 0 0 1.5
0 2.5
Num
ber
Num
ber
23:00
60
50
40
30
20
10
0 23:00
Saturday evening (11th) to Sunday morning (12th) September, 2010
3
9
18
2
28 28
30
54
42 40
47
54
32 31
42
27 25
36
28 31
19 23
18 15
0 2
0 2 3.5 2.5 4 3.5
5.5 5 7.5 8
23:15 23:30 23:45 00:00 00:15 00:30 00:45 01:00 01:15 01:30 01:45
Time
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
Summary, Fri/Sat: Number of taxis used were appropriate to the number of customers throughout the evening, with no more than 2.5 minutes when no taxis were available.
Summary, Sat/Sun: After 00:30, the number of customers waiting increased beyond the number of taxis used. There was also increased time when no taxis were at the rank, resulting in unmet demand.
17
30
38
28
13 10
6 3
14 10
14 10
3 4
24
9
26
33 31
37 40
32 33
38
32 34
31
36
25
13
21
10
2 3.5 3.5 2.5 2.5 3.5 0 2.5 2 3 1.5 2
0
6.5 4
9.5
Friday evening (17th) to Saturday morning (18th) September, 2010
Weekend Evenings - Weighbridge N
umbe
rN
umbe
r
60
50
40
30
20
10
0 23:00 23:15 23:30 23:45 00:00 00:15 00:30 00:45 01:00 01:15 01:30 01:45 02:00 02:15 02:30 02:45
Time
No. of customers waiting No. of taxis used Time when no taxis at rank (mins)
60 Saturday evening (18th) to Sunday morning (19th) September, 2010 56
50
464544 44 40 40
3838 3635 34 33323130 2928 28 2727 27 27
2524 2120 20 20 2020
1817 1716 14 13
10 7.57 7 65.5 5.5 5.5 5.5 5 5.555 54.543 3.5 4 3 3 2 2 2
0 0 00 23:00 23:15 23:30 23:45 00:00 00:15 00:30 00:45 01:00 01:15 01:30 01:45 02:00 02:15 02:30 02:45 03:00 03:15 03:30 03:45 04:00
Time
No. of customers waiting No. of taxis used Time when no taxis at rank (mins)
Summary, Fri/Sat : The number of customers waiting was greater than the number of taxis used at 23:30, and 02:30, with the highest times when no taxis were at the rank after 02:15.
Summary, Sat/Sun : After 23:45, the number of customers waiting was greater than or equal to the number of taxis used throughout the evening, with average times when no taxis were available of 5.5 mins, highlighting unmet demand.
Weekend Evenings - Weighbridge N
umbe
r N
umbe
r
60 Friday evening (26th) to Saturday morning (27th) November, 2010
50
44 4442
40 403938 36
34 34 3432
30 30 30 28 2827 27 27
25 2524 2422 22 22
20 20 2018
14 9 10 10 10 8 5.5
6 544 43 3 3 3 1 12 1.5 2 2 2 2 31.5 1.50 00 0 00 0 23:00 23:15 23:30 23:45 00:00 00:15 00:30 00:45 01:00 01:15 01:30 01:45 02:00 02:15 02:30 02:45 03:00 03:15 03:30 03:45 04:00
Time
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
60 Saturday evening (27th) to Sunday morning (28th) November, 2010
50
46 46 42
40
3634
30
26 262523 23 22 22 222120 19 18 1817 16 1514 1414 14 1413 1012 12 12 10 9.510 8 8 8.5 97.5 5.56.57 9.5664 5.5 5.5 64 46 4.5 54.5 43 32 20 00
23:00 23:15 23:30 23:45 00:00 00:15 00:30 00:45 01:00 01:15 01:30 01:45 02:00 02:15 02:30 02:45 03:00 03:15 03:30 03:45
Time
No. of customers waiting No. of taxis used Time when no taxis at rank (mins)
Summary, Fri/Sat: From 02:15 – 02:30, the number of customers waiting peaked at 44. After 02:30, there were increased times when no taxis were at the rank.
Summary, Sat/Sun: Between 01:45 and 03:30, the number of customers waiting was greater than the number of taxis used, and there were times of up to 9.5 minutes when no taxis were at the rank.
AIRPORT ACTIVITIES
• Data was gathered in 15min blocks as shown on the X axis, ‘Time’ • ‘No. of customers waiting’ denotes the number of customers waiting in the rank at the start of each 15min block • ‘No. of taxis used’ denotes the number of taxis used in each 15min block • ‘Time when no taxis at rank (mins)’ denotes the number of minutes (to the nearest half minute) during each 15min block when there were no taxis at the rank
Overall result The data implies that the demand for taxis at the Airport rank is almost always met, with virtually no occasions where there are no taxis available at the rank. The fact that there were always taxis at the rank may indicate a surplus to demand.
Weekday -Airport
0 0 0
4
0 0 0 00
5 5 6
3
0 0 00 0 0 0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
20:00 20:15 20:30 20:45 21:00 21:15 21:30 21:45
Num
ber
Time
Wednesday evening (2nd) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
0 0 0 1 1
0 0
8
0 0 0 0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45
Num
ber
Time
Thursday morning (3rd) February,2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
Summary, Wednesday eve : Taxis met demand, with no times where no taxis were available.
Summary, Thursday morn: Few taxis used throughout the morning, with a peak at 12:45-13:00.
Weekday -Airport Thursday evening (3rd) February, 2011
Num
ber
20
18
16
14
12
10
8
6
4
2
0
8 7
5
1 1 00 0 00
1 00 00 000 000 000
20:00 20:15 20:30 20:45 21:00 21:15 21:30 21:45 22:00
Time
No. of customers waiting No. of taxis used Time no taxis at rank(mins)
Summary, Thursday eve: Taxis were used between 20:00 and 21:15 and their numbers
were appropriate to customer numbers.
Weekend -Airport
2
00
9
0
9
5
2 2 1
0 0 0 0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45 13:00
Num
ber
Time
Friday morning (4th) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
0 0 0
2
0 0 0 00
2
4
7 6
0 0 00 0 0 0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
20:00 20:15 20:30 20:45 21:00 21:15 21:30 21:45
Num
ber
Time
Friday evening (4th) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
Summary, Friday morn : Taxis used throughout the morning, meeting demand.
Summary, Friday eve : Taxis used until 21:15, after which none were used.
Weekend -Airport
0 1
14
6
3 1
0 0 0 0 0
1
0 0 0 00 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
09:00 09:15 09:30 09:45 10:00 10:15 10:30 10:45 11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45
Num
ber
Time
Saturday morning (5th) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
3
0
7
1 0 0 0 0 0
4
0
1
0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
09:00 09:15 09:30 09:45 10:00 10:15 10:30 10:45 11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45
Num
ber
Time
Sunday morning (6th) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
Summary , Saturday morn: Taxis used between 09:00 and 10:30, and then one at 11:45, otherwise none used. Always taxis at rank.
Summary , Sunday morn: Taxis used between 9:15 and 9:45, then at 11:00 and 11:30. There were always taxis at the rank.
Weekday -Airport Monday morning (7th) February, 2011
Num
ber
20
18
16
14
12
10
8
6
4
2
0 00 00 00 00 00 00 00 0
17 17
11
7
4 3 2
2 3
11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45
Time
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
Summary, Monday morn: There were taxis available throughout the morning, with a peak in numbers used between 12:00 – 12:30.
Weekend-Airport
3
0 0 0 0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45
Num
ber
Time
Saturday morning (19th) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
0 0 0 0 0 0 0 0 0 0 0 0
2
0 0 00 0
10
0 0 0
3 4
1 1
0 0 1
0 0 00 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
09:00 09:15 09:30 09:45 10:00 10:15 10:30 10:45 11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45
Num
ber
Time
Sunday morning (20th) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
Summary, Saturday morn: Only taxis used at 12:00, due to adverse weather conditions throughout the rest of the day.
Summary, Sunday morn: Peak of 10 taxis used between 9:30-09:45, then quieter over the rest of the morning, always taxis at rank.
Weekday -Airport
0 0 0 0 0
12
16
12
9
4 5
8
20 20 17
19
0 0 0 0
5 6 7
4
0
2
4
6
8
10
12
14
16
18
20
11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45
Num
ber
Time
Monday morning (21st) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
0 0 0 0
3
0 0 00 0
5 6
10
0 0 00 0 0 0
4
0 0 00
2
4
6
8
10
12
14
16
18
20
20:00 20:15 20:30 20:45 21:00 21:15 21:30 21:45
Num
ber
Time
Monday evening (21st) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
Summary, Monday morn: Taxis used throughout the morning, with times of between 5-7 minutes when no taxis were at the rank from 12:00 to 13:00.
Summary, Monday eve : Between 21:00 and 21:15, there were 4 minutes when no taxis were at the rank, with 3 customers waiting whilst a peak of 10 taxis were used.
Weekday -Airport
0 0 0 0 0 0 1
00 0 0 0
2
19
1 00 0 0 0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45
Num
ber
Time
Tuesday morning (22nd) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
0 0 0
2
0 0 0 00 0
15
4
0 0 0 00 0 0 0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
20:00 20:15 20:30 20:45 21:00 21:15 21:30 21:45
Num
ber
Time
Tuesday evening (22nd) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
Summary, Tuesday morn: Only taxis used were between 12:00 and 12:45, with a peak of 19 between 12:15-12:30.
Summary, Tuesday eve: Peak of 15 taxis used between 20:30-20:45.
Weekday -Airport
1 0 0 0 0
2
0 1
3
2 1 1
8
4
1
18
2.5
0 0 0 0 0 0 00
2
4
6
8
10
12
14
16
18
20
11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45
Num
ber
Time
Wednesday morning (23rd) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
0 0 0
2
0 0 0 00 0
3
0
3
0 0 1
0 0 0 1
0 0 0 00
2
4
6
8
10
12
14
16
18
20
20:00 20:15 20:30 20:45 21:00 21:15 21:30 21:45
Num
ber
Time
Wednesday evening (23rd) February, 2011
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
Summary, Wednesday morn: Taxis used throughout the morning. Between 11:0011:15, there were 2.5 minutes when no taxis were at the rank.
Summary, Wednesday eve: Between 20:45-21:00, there was 1 minute where no taxis were at the rank and 2 customers were waiting, with no taxis used.
Weekday -Airport
Thursday morning (24th) February, 2011
Num
ber
20
18
16
14
12
10
8
6
4
2
0 0 0 00 000 00 00 00 00
13
11
4 3
2 33 2 2
11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45
Time
No. of customers waiting No. of taxis used Time no taxis at rank (mins)
Summary, Thursday morn: Peak of taxis used between 11:00-11:15, with 2 minutes when no taxis were at the rank.